Infrastructure IT Director

General function

Oversee the general IT operations related to the support of the web applications (CRM, Google Workspace, etc.), desktop support, and dialer/contact center solution that all employees uses for their day to day activities; as well as the operations of the IT infrastructure located in different cloud services providers (Amazon AWS and Digital Ocean) and physical hardware (Bulgarian and Las Vegas DataCenter colocation) that is being used to host all third party and internal development applications.

Scope

• Manage all operations to support all employees in regards to the internal applications and the devices each employee brings to work. 
• Manage all operations of the IT infrastructure, including the main components (hardware, networking, virtual servers, Linux OS, DBs, web server, etc) to host the custom-developed applications, as well as all the different mechanisms (monitoring, backups, etc.) to make sure a 99.5% system uptime availability is met. 
• Provide support to the development team for the release and delivery of all the custom applications internally developed.
• Oversee the compliance of the PCI-CVT certification and the necessary controls to met such certification.

Key responsibilities

• Monitor, analyze, and identify the root cause of any issue related to the IT infrastructure that can jeopardize their availability.
• Monitor and manage all necessary mechanisms that allow each application to recover from a hardware and/or software failure. 
• Monitor and manage the teams that provide support to the end-user, identifying any possible issues that would prevent reaching the SLAs or delaying any projects / requests.
• Monitoring and managing the costs related to the IT infrastructure and its operations.
• Provide technical assistance to the operations in relation to any project of improvement initiative.

Skills

• Written communication, problem solving, and process management skills.
• Service Delivery focus – Maintains focus on the whole lifecycle of service delivery, design, develop, deliver and operate; to proactively suggest and drive changes to improve the IT  operations.
• User service oriented – Keeps track of the lifecycle of issues reported by employees as well of any projects related to the improvement of the operations. 
• Ownership and initiatives – Takes responsibility for each assigned task and makes sure that technical solutions carry on meeting business requirements. 
• Preventive mindset – Has the ability to execute Root Cause Analysis (RCA) in order to identify trends to prevent future issues.
• ITSM framework knowledge – Completely understands and has experience working with best practices of IT service delivery documented in frameworks such as ITIL, and knows how to apply them daily; knows how to identify improvements needed and drives those changes.
• Deep technical expertise and knowledge related to: networking (IP tables, VPN, proxy), Linux operating systems (Debian, openSUSE, ubuntu, etc), Data Bases (MySQL and PostgreSQL), web servers (nginx and apache), containers (LXC and Docker), and Amazon AWS.

Key Performance Indicators

• 99.5% of availability for the applications hosted in the infrastructure internally managed.
• SLA of ticket resolved within a maximum window of 24 hours, for both individuals and each team / department. 
• Customer Satisfaction (CSAT) of 90%.
• Median Time to Close (MTC) of 4 hours for the tickets assigned to the support teams.
• Monitoring of the main metrics of the dialer / contact center solutions, such as: ASR (75% and above), Human Answer rate, and applications availability (99.5%).